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Empathy Care (IOW)

Overall: Good read more about inspection ratings

14 Great Preston Road, Ryde, Isle of Wight, PO33 1DR (01983) 611531

Provided and run by:
Empathy Care (IOW) Ltd

Latest inspection summary

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Background to this inspection

Updated 22 February 2020

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

The inspection was conducted by one inspector.

Service and service type

This service is a domiciliary care agency. It provides personal care to people living in their own houses and flats.

The service had a manager registered with the Care Quality Commission. This means that they and the provider are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service 48 hours’ notice of the inspection. This was because it is a small service and we needed to be sure that the provider or registered manager would be in the office to support the inspection.

Inspection activity started on 21 January 2020 and ended on 3 February 2020. We visited the office location on 21 January 2020.

What we did before the inspection

We reviewed the information we had received about the service, including previous inspection reports and notifications. Notifications are information about specific important events the service is legally required to send to us. The provider was not asked to complete a provider information return prior to this inspection. This is information we require providers to send us to give some key information about the service, what the service does well and improvements they plan to make. We took this into account when we inspected the service and made the judgements in this report.

We used all of this information to plan our inspection.

During the inspection

We spoke with four people who used the service and one relative about their experience of the care provided. We spoke with three members of staff including the registered manager, the nominated individual and care staff. The nominated individual is responsible for supervising the management of the service on behalf of the provider.

We reviewed a range of records. This included four people’s care records and medication records. We looked at three staff files in relation to recruitment and staff supervision. A variety of records relating to the management of the service, including policies and procedures, training data and quality assurance records, were reviewed.

After the inspection

We continued to seek clarification from the provider to validate evidence found. We sought feedback from professionals who regularly visit the service and we spoke to two members of staff.

Overall inspection


Updated 22 February 2020

About the service

Empathy Care (IOW) is a domiciliary care agency providing care and support to people living in their own homes. Some people lived in flats at the same place the office was located, whilst others lived in their own homes. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection six people were receiving personal care.

People’s experience of using this service and what we found

People were supported to be safe. There were systems and processes in place to ensure people were protected from the risks of avoidable harm. The provider had a policy and procedure for safeguarding adults and the registered manager and staff understood their responsibilities.

Risk assessments were completed for people and they were supported to manage risks in their home environment, to ensure safety. There was a system to manage accidents and incidents to reduce them happening again.

There were enough staff available to support people. The staff team worked well together and knew people well.

Where people required support with their medicines, they received them on time and correctly. Staff worked with the local health professionals and pharmacies to ensure people had the correct medicine and health support at the right times.

People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

Staff had received appropriate and varied training, that supported them to carry out their role safely. They received regular supervision to help develop their skills and assist them in their role.

People told us they were happy with the service they received and thought the staff were kind and caring. There was a complaints process that people could follow if they needed to. However, people and their families were all very positive about the service provided.

People and their families were involved in the development of personalised care plans that were reviewed regularly. Staff were skilled in delivering care in the way people preferred. This ensured people’s preferred routines were met.

There was a clearly defined management structure and regular oversight and input from the provider’s representative. The management team carried out regular checks on the quality and safety of the service. Staff felt supported by the management and told us the registered manager and providers were approachable and they felt valued.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 2 January 2019 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date the service was first registered with CQC.